In this case the UPN is missing for the child in the MIS, and this would prevent the child syncing to EdAware. The next step would be to update your MIS with the UPN for the child. Once this is done you can quickly ensure the child is brought in by returning to EdAware and clicking Administration and then clicking 'Force Sync Now' in the menu to the left:

A green bar will advise you that a sync has begun, and if you refresh the page you will see that the sync is in progress:

Once the sync has finished, which usually takes between 2 and 10 minutes, you can click 'View Log' and check that the child you updated is no longer listed as needing updating. When you search for the child in EdAware you should now be able to view them on the system.

If this does not solve the issue, please contact the helpdesk and we can investigate further.